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Pro DBA Ltd

IFS Applications Support

Pro DBA are an IFS Gold Services Partner. Specialist IFS Applications technical support service, suitable for supporting IFS Applications environments hosted on public cloud, private cloud and hybrid cloud platforms. We offer an ITIL compliant solution, using our own UK onshore 24/7 service desk and our industry experienced IFS consultants.

Features

  • Rapid response and resolution service for all IFS technical issues
  • Proactive IFS monitoring, with rapid response to exceptions raised
  • Preventative maintenance, management and housekeeping
  • Dedicated service delivery manager
  • Release management (IFS patching)
  • Backup process implementation, management and maintenance
  • System restore testing plus emergency restores
  • Performance bottleneck investigation and optimisation advice
  • Database Cloning
  • IFS Middleware reconfiguration

Benefits

  • Maximise IFS uptime
  • Manage IFS patching
  • Obtain IFS Applications management reporting
  • Reduce Oracle licensing costs
  • Obtain direct and immediate access to experienced IFS consultants
  • Obtain capacity planning reporting and strategic planning advice
  • Reduce management costs
  • Improve IFS issue resolution times via direct IFS technical contacts

Pricing

£310 a server a month

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at matthew.white@pro-dba.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

6 9 8 7 4 6 0 7 2 5 7 4 1 7 3

Contact

Pro DBA Ltd Matthew White
Telephone: 020 8305 8644
Email: matthew.white@pro-dba.com

Planning

Planning service
Yes
How the planning service works
We perform a free-of-charge technical health check on all IFS Applications environments to be supported, and discuss our findings with the client. Resulting recommendations are implemented following client approval. Implementation of our recommendations, discussion and demonstration of how we support and monitor cloud-based IFS Applications environments, and set-up of call management facilities for the client is all included in the planning stages.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We can manage the transition from other cloud support services or from an insourced support model. We guide the client on what knowledge transfer activities need to take place, and we document all required knowledge for no charge.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Our monitoring software continually checks key health and performance metrics and alerts on exceptions. Management reporting includes key performance indicators so that clients can gauge both system health and also Pro DBA service quality.

We are able to pinpoint the cause of all technology layer IFS Applications issues, and report these in technical detail.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by a third-party organisation
How the support service works
We offer customisable remote support options for cloud hosted IFS Applications environments. Please see our service definition document for more details.

Service scope

Service constraints
No generic service constraints are associated with this service.

User support

Email or online ticketing support
Email or online ticketing
Support response times
15 minutes maximum technical response times, 24/7.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
Details of available support levels can be found in our service definition document.

Pricing for these support levels is shown in our pricing document.

All customers have a technical account manager and named consultants/engineers.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Security Clearance (SC)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Citation ISO Certification Limited
ISO/IEC 27001 accreditation date
16/07/2023
What the ISO/IEC 27001 doesn’t cover
Nothing
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Pro DBA are committed to environmental sustainability and abide by ISO 14001 for which we are audited every year. So for example, we try to ensure that as much as possible, we are a paper free company and when we do need to use paper for the minimal amount of printing required, the paper is FSC registered (paper from responsible sources) and is part of 'The Green Range' (paper from well-managed forests or 100% recycled). The company also seeks to constantly identify and automate business processes - and thus ensure there is less demand on electricity usage as the processes become streamlined. We also use LED lighting so that, again, less electricity power is required

Covid-19 recovery

Pro DBA introduced a hybrid working model as a result of the Covid-19 pandemic - with people working in the office 2/3 days a week and working from home 2/3 days a week. Prior to the pandemic, everyone worked in the office 5 days a week. We also installed screens between workstations.

Tackling economic inequality

Pro DBA have signed up to the Living Wage Foundation and is an accredited Liver Wage Employer.
Pro DBA always endeavour to recruit locally. As much as possible, we invest in the local economy. We have in the recent past contributed to Emmaus and CCHF All About Kids. We have also provided free DBA support for Save the Children. Pro DBA supports local food banks - FareShare in London and the Edinburgh Food Project - with the intention of allowing staff to volunteer work time to working with the charity.

Equal opportunity

Pro DBA are an equal opportunities employer and believe in diversity in the workplace. The only criteria for working for the company is the ability to do the job required or to be prepared to train for it. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.

Wellbeing

Wellbeing is important to Pro DBA. We take mental health seriously and encourage all staff to talk with their line managers whenever they feel the need to air any mental health issues that are causing concern. All staff are automatically enrolled onto the company private healthcare program and within that there is scope to seek support from an Employee Assistance Programme.

Pricing

Price
£310 a server a month
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at matthew.white@pro-dba.com. Tell them what format you need. It will help if you say what assistive technology you use.